Using the ITSM Service Widget

Version 2

    Details

    PROBLEM
    LiveTime 8 includes a number of features to assist companies in providing exemplary service and support. One of these new features is the HEATsoftware Widget.

    ENVIRONMENT
    LiveTime 8 includes a number of features to assist companies in providing exemplary service and support. One of these new features is the HEATsoftware Widget. The Widget allows any organization to embed a link on any or every page of a web application or site whether they are using LiveTime on Demand (SaaS) or from a private cloud. This permits customers to quickly raise a service request, incident or change directly within the application. It also enables end users to browse the knowledge base very quickly.
    [attachment=0:]itsm_widget1.jpg[/attachment:]

    RESOLUTION
    Installing the Widget

    The easiest way to embed the Widget onto a page is to add the following JavaScript code into your page. If you would like the Widget to appear on every page you can also add this to the footer of your site.


    [======CODE======]

    <script type="text/javascript"> document.write(unescape("%3Cscript src='http://www.host.com/Service/js/HEATsoftware.service.widget-1.0.js' type='text/javascript'%3E%3C/script%3E")); </script>
    [======ENDCODE======]

    Based on the options you have enabled within LiveTime as an administrator you will see various options show up on the Widget automatically. This includes enabling the knowledge base access as well as the types of requests that are available. By default the system allows Incidents to be created from the Widget. However you may also enable Service Requests and Change Requests using the Setup>Privileges>Customer options.

    ADDITIONAL INFORMATION
    Using the Widget

    The Widget is designed to allow existing customers to log calls directly into LiveTime without authenticating, much the same as you submit requests to LiveTime via email. Therefore it is important that the customer is already registered in the system for LiveTime to accept the request. LiveTime uses the email address to validate the user account and submit the request to the system. This is done to prevent spam.

    Now all you have to do is access the web page to see the HEATsoftware Widget on your website or web application. Not only will this help improve service but also make it easy for users to submit a request within the context of the work they are doing.


    Resolution

    PROBLEM
    LiveTime 8 includes a number of features to assist  companies in providing exemplary service and support. One of these new  features is the HEATsoftware Widget.

    ENVIRONMENT
    LiveTime  8 includes a number of features to assist companies in providing  exemplary service and support. One of these new features is the  HEATsoftware Widget. The Widget allows any organization to embed a link  on any or every page of a web application or site whether they are using  LiveTime on Demand (SaaS) or from a private cloud. This permits  customers to quickly raise a service request, incident or change  directly within the application. It also enables end users to browse the  knowledge base very quickly.
    [attachment=0:]itsm_widget1.jpg[/attachment:]

    RESOLUTION
    Installing the Widget

    The  easiest way to embed the Widget onto a page is to add the following  JavaScript code into your page. If you would like the Widget to appear  on every page you can also add this to the footer of your site.


    [======CODE======]

    <script  type="text/javascript"> document.write(unescape("%3Cscript  src='http://www.host.com/Service/js/HEATsoftware.service.widget-1.0.js'  type='text/javascript'%3E%3C/script%3E")); </script>
    [======ENDCODE======]

    Based  on the options you have enabled within LiveTime as an administrator you  will see various options show up on the Widget automatically. This  includes enabling the knowledge base access as well as the types of  requests that are available. By default the system allows Incidents to  be created from the Widget. However you may also enable Service Requests  and Change Requests using the Setup>Privileges>Customer options.

    ADDITIONAL INFORMATION
    Using the Widget

    The  Widget is designed to allow existing customers to log calls directly  into LiveTime without authenticating, much the same as you submit  requests to LiveTime via email. Therefore it is important that the  customer is already registered in the system for LiveTime to accept the  request. LiveTime uses the email address to validate the user account  and submit the request to the system. This is done to prevent spam.

    Now  all you have to do is access the web page to see the HEATsoftware  Widget on your website or web application. Not only will this help  improve service but also make it easy for users to submit a request  within the context of the work they are doing.